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renuka vemula

@renukavemula

Message

I lead Amazon customer support operations, improving service KPIs, customer outcomes, and team performance.

India

Message

I've led customer support operations at Amazon for more than eight years, managing 10+ Team Managers and 200+ associates across customer experience, service levels, and operational KPIs. I improve performance through workflow coordination, resource planning, coaching, reporting, and root-cause analysis.

In my current Team Manager role, I've improved RAP from –58 BPS to +8 BPS, UK HRR by 207 BPS, and Bottom Box CCXO from 21.24% to 14.97%. I've also built reporting methodologies adopted by worldwide operations leaders, resolved operational issues with global stakeholders, and earned Global Customer Voice and Leadership Role Model recognition.

Experience

Work history, roles, and key accomplishments

Current

Team Manager

Current

Amazon

Jan 2026 - Present (8 months)

Delivered core operational metrics above benchmark, including Concession Rate, AHT, HRR, Transfer Rate, and Consult Rate. Improved Null SIC and Miss Live % while maintaining Schedule Adherence above 85%.

Operations Management KPI Management SLA Management Coaching Performance Management Data Driven Decision Making Root Cause Analysis Workforce Coordination Stakeholder Management

Launchpad Operations Manager (OM1) – D2 Advanced Technicians

Amazon

Jul 2024 - Jan 2026 (1 year 6 months)

Led 10+ Team Managers and a 200+ associate cohort, setting goals against operational KPIs. Coordinated daily workflow and adjusted coaching resources to meet service targets, reducing escalation/consult rate from 27.22% to 23.12%.

Team Leadership People Management Workflow Coordination Resource Planning performance reporting Data Analysis Coaching Onboarding Process Improvement

Team Manager / Production Transition Manager

Amazon

Jul 2022 - Jul 2024 (2 years)

Managed 8 new-hire batches of 30+ associates each, achieving 100% successful graduation in 7 of 8 batches. Served as productivity POC, analyzing data to track milestones and escalate issues.

New Hire Management Performance Management Data Analysis Process Improvement Stakeholder Management Workflow Coordination

Launchpad Team Manager

Amazon

Aug 2021 - Jul 2022 (11 months)

Managed a frontline customer-service team against RAP, transfer rate, shrinkage, and PTL targets, achieving RAP of 78.15% and transfer rate of 7.15% through hands-on coaching. Adjusted staffing and resources to meet service levels during peak periods.

Team Management Coaching Performance Management Resource Planning Customer Service Operations

Advanced Technician

Amazon

Dec 2019 - Aug 2021 (1 year 8 months)

Provided real-time support to associates and peer Team Managers on complex customer contacts and escalations, serving as a process SME. Identified and drove Knowledge Center content improvements for the India marketplace.

Customer Support Escalation Management Process Improvement Knowledge Management

Customer Service Associate

Amazon

Oct 2018 - Dec 2019 (1 year 2 months)

Delivered frontline customer care with focus on quality and compliance. Selected for interim Advanced Technician/SME role within 14 months based on performance.

Customer Service Quality Assurance Compliance

Branch Manager cum IELTS Trainer

Conduira Education and Training Services

Jun 2014 - Aug 2015 (1 year 2 months)

Managed day-to-day branch operations, including scheduling, finance management, trainer coordination, and enrollment. Delivered 1:1 and group training.

Branch Management Scheduling Financial Management Training Coordination

Education

Degrees, certifications, and relevant coursework

Kite College of Professional Engineering Sciences

B.Tech, Electronics and Communication Engineering

Bachelor of Technology in Electronics and Communication Engineering from Kite College of Professional Engineering Sciences, Shabad, completed in 2014.